ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Article 79

Article Customer Service Social Media 2024 79

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. If your customer experience does not evolve with your business, it can negatively impact your revenue and overall business performance. My Comment: Reviews are important to the customer experience.

Article 69

Article 2025 Customer Service 2024 69

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. In the last paragraph, the author states, “Ultimately, a successful business strategy isn’t only focused on winning every customer, but rather the right customers.” Here are my top five picks from last week.

Article 73

Article Customer Service 2024 2025 73

ShepHyken

DECEMBER 29, 2024

Each week, I read many customer service and customer experience articles from various resources. 17 Key Customer Service Skills + Ways to Develop Them by Nidhi Lohia (Hiver) In this article, we take a look at 17 essential skills that are relevant for those working in customer service.

Article 73

Article 2025 Customer Service 2024 73

ShepHyken

NOVEMBER 6, 2024

If, on that day, time is important and you don’t want to make others wait, the answer is probably the fastest – as in more convenient – choice, not the best coffee or the friendliest service. If you’ve been following my work, you know I’m a big fan of a convenient customer experience. Once time is gone, you can’t get it back.

2024 79

2024 Workshop Customer Service Training Download 79

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.

Article 69

Article 2025 Customer Service 2024 69

ShepHyken

DECEMBER 16, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Lets kick off this week with a powerful statement: In 2025, delivering exceptional customer experiences (CX) is the difference between growth and decline. Here are my top five picks from last week.

Article 62

Article Customer Service Loyalty Programs 2024 62

ShepHyken

MARCH 19, 2025

He left us on August 15, 2024, at the young age of 44. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Learn more about Sheps customer service and customer experience keynote speeches and his customer service training workshops at www.Hyken.com.

Sports 79

Sports 2024 Workshop Customer Service Training 79

ShepHyken

JANUARY 3, 2024

What’s 2024 going to be like? I recently wrote two articles in my weekly Forbes column with my top predictions and trends for customer service and customer experience. Here are my top predictions for 2024. So, here are my top predictions for 2024. Happy New Year! I hope you choose to take action!)

2024 100

2024 Customer Service Workshop Customer Service Training 100

ShepHyken

JANUARY 12, 2025

Each week, I read many customer service and customer experience articles from various resources. Beyond the First Purchase: How AI Is Transforming Customer Retention Strategies by Erik Huberman (Grit Daily News) Diving deeper into the transformational role of AI in customer retention, were not just witnessing a shift.

2025 73

2025 Article Magazine Customer Service 73

ShepHyken

JANUARY 26, 2025

Each week, I read many customer service and customer experience articles from various resources. What makes a great customer experience? Personalization and making the customer feel good whenever the engage with you (online, in person, on the phone, etc.) Here are my top five picks from last week.

Article 66

Article 2025 Customer Service Loyalty Programs 66

ShepHyken

SEPTEMBER 8, 2024

Each week, I read many customer service and customer experience articles from various resources. Here are nine areas to focus on when you’re training your front-liners. My favorite is the fifth one, teaching to “overmanage the customer experience. Here are my top five picks from last week.

Article 85

Article 2024 Customer Service Magazine 85

ShepHyken

JUNE 17, 2024

Each week, I read many customer service and customer experience articles from various resources. How Retailers Can Fight Theft without Hurting Customer Experience by Bryan Wassel (Retail Dive) More and more retailers are locking products inside cabinets to prevent theft. Connect with Shep on LinkedIn.

2024 85

2024 Article Magazine Customer Service 85

ShepHyken

AUGUST 4, 2024

Each week, I read many customer service and customer experience articles from various resources. How to Build a Customer Experience Strategy to Boost Your Marketing Campaign by BBP Media (BBP Media) Connecting with your customers can be done in many ways, with businesses investing a lot of time and money into it.

2024 82

2024 Article Customer Service Airlines 82

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

2024 87

2024 Article Customer Service ROI 87

ShepHyken

APRIL 9, 2024

In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. They have learned from the best.

2024 146

2024 Workshop Customer Service Training Customers 146

ShepHyken

OCTOBER 1, 2024

Ask every employee to participate by sharing at least one idea that could enhance the employee or customer experience, boost efficiency, foster safety, make money, save money, advance sustainability and more. Wednesday is Innovation Day. This is like a massive suggestion box exercise. All suggestions – big or small – are encouraged.

2024 92

2024 Customer Service Workshop Customer Service Training 92

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? What Is Ecommerce Customer Experience (CX)?

2024 79

2024 Net Promoter Score Article Customer Service 79

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

2024 76

2024 Article Customer Service Social Media 76

ShepHyken

SEPTEMBER 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. My Comment: Tomorrow (October 1, 2024) is CX Day.

2024 82

2024 Article Customer Service Definition 82

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

2024 85

2024 Article Customer Service E Commerce 85

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Connect with Shep on LinkedIn.

2024 82

2024 Article Customer Service Retail 82

ShepHyken

MARCH 18, 2024

Each week, I read many customer service and customer experience articles from various resources. by Dan Gingiss (Dan Gingiss) Today, your customers compare you to every customer experience they have with every other brand. Here are my top five picks from last week.

2024 85

2024 Article Customer Service Government 85

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.”

2024 71

2024 Article Customer Service Contact Center 71

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

2024 66

2024 Article Customer Service Social Media 66

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week.

2024 71

2024 Article Customer Service Customer Journey 71

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week.

Article 82

Article 2024 Customer Service E Commerce 82

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Article 82

Article 2024 Hotels Customer Service 82

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Net Promoter Score 76

Net Promoter Score Article 2024 Loyalty Programs 76

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 73

E Commerce Article 2024 Loyalty Programs 73

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 My Comment: Read the title again!

2024 65

2024 Article Customer Service B2B 65

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

2024 65

2024 Article Customer Service Average Handle Time 65

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Connect with Shep on LinkedIn.

2024 63

2024 Article Customer Service Hotels 63

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”

2024 61

2024 Article Customer Service Social Media 61

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Article 85

Article Customer Service Loyalty Programs 2024 85

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world.

Article 85

Article Customer Service 2024 Government 85

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past.

2024 65

2024 Article Customer Service Net Promoter Score 65